TY  - JOUR
AB  - Introduces a model which posits a crucial role for the evaluation of bank customers’ attitudes towards both human tellers and automated banking in mediating the ease of banking factor/perceived satisfaction linkage. The model’s explicit consideration of the effects of bank customer attitudes towards human tellers and automation provides additional explanatory power regarding how the perceived trend towards ease of banking influences bank customer overall satisfaction, switching and loyalty behaviour. A linear structural relations methodological approach is used for the modelling process.
VL  - 18
IS  - 3
SN  - 0265-2323
DO  - 10.1108/02652320010339699
UR  - https://doi.org/10.1108/02652320010339699
AU  - Moutinho Luiz
AU  - Smith Anne
PY  - 2000
Y1  - 2000/01/01
TI  - Modelling bank customer satisfaction through mediation of attitudes towards human and automated banking
T2  - International Journal of Bank Marketing
PB  - MCB UP Ltd
SP  - 124
EP  - 134
Y2  - 2024/04/23
ER  -